Summary
Overview
Work History
Education
Skills
Timeline
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Destiny Gonzalez

Spring,TX

Summary

Adept at fostering customer loyalty and streamlining operations, I leveraged my call center experience and critical thinking at Morrow Mechanical to enhance customer satisfaction significantly. Skilled in CRM software and active listening, I excel in resolving complex issues, training staff, and improving service delivery, contributing to a notable increase in repeat business.

Overview

5
5
years of professional experience

Work History

CSR

Morrow Mechanical
11.2023 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Trained staff on operating procedures and company services.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Scheduler

TriSmart Solar
03.2023 - 11.2023
  • Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
  • Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
  • Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
  • Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
  • Maximized efficiency in project delivery through strategic prioritization of tasks based on urgency, complexity, and available resources.
  • Utilized scheduling software to its full potential, enabling more accurate and efficient planning.
  • Streamlined communication channels between project teams and stakeholders, improving project transparency and outcomes.
  • Sought feedback from project teams on scheduling practices, incorporating suggestions to improve future planning.
  • Coordinated with multiple departments to ensure seamless project execution, reducing delays and increasing efficiency.

Receptionist

GENTLE DENTAL CARE
01.2020 - 03.2023
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.

Education

High School Diploma -

Klein Collins High School
Spring, TX
06.2019

Skills

  • Call center experience
  • Customer Focus
  • Complaint Handling
  • CRM Software
  • Customer Service
  • Active Listening
  • Critical Thinking
  • Professional telephone demeanor
  • Conflict Resolution
  • Microsoft Outlook
  • Computer Proficiency
  • Customer Relations
  • Documentation
  • Payment Processing
  • Data Entry
  • Scheduling
  • Administrative Support
  • Call Management
  • Problem Resolution
  • Team Development
  • Money handling abilities
  • Staff Training
  • Microsoft Excel
  • Call Center Operations
  • Microsoft Office Suite
  • Account updating
  • POS systems expert
  • Paperwork Processing
  • Appointment Scheduling
  • Follow-up skills
  • Receiving support
  • Filing
  • Delivery Scheduling
  • Microsoft PowerPoint
  • Data Collection

Timeline

CSR

Morrow Mechanical
11.2023 - Current

Scheduler

TriSmart Solar
03.2023 - 11.2023

Receptionist

GENTLE DENTAL CARE
01.2020 - 03.2023

High School Diploma -

Klein Collins High School

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Destiny Gonzalez